Community Communication Strategy

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Community Communication Strategy Albion Park Rail bypass (Stage 2 – Princes Motorway between Yallah and Oak Flats) Document details e-copy Originated by: Approved by: Karen Williams Matthew Saviana Regional Community Relations Manager Project Director Content ID: APRb-CCS Revision No: 6 Revised: 13/11/2018

Transcript of Community Communication Strategy

Page 1: Community Communication Strategy

Community Communication Strategy

Albion Park Rail bypass (Stage 2 – Princes Motorway between Yallah and Oak Flats)

Document details e-copy

Originated by: Approved by:

Karen Williams Matthew Saviana

Regional Community Relations Manager

Project Director

Content ID: APRb-CCS Revision No: 6 Revised: 13/11/2018

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Document control This Plan interfaces with the other associated plans, which together describe the proposed overall project management system for the project. The latest revision of this plan is available on the Fulton Hogan server. If any unsigned hard copies of this document are printed, they are valid only on the day of printing. The revision number is included at the bottom of each page. When revisions occur, the entire document will be issued with the revision number updated accordingly for each owner of a controlled copy. Attachments/Appendices to this plan are revised independently of this plan.

Revision history Rev Revised By Endorsed By Date Description/Summary of Changes

Roads and Maritime Services approval and authorisation

Title Community Communication Strategy Albion Park Rail bypass (Stage 2 – Princes Motorway between Yallah and Oak Flats)

Accepted on behalf of NSWRoads and Maritime Services by

Peter Hawkins

Signed

Dated 13/11/18

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Environmental Representative endorsement

Endorsed by the EnvironmentalRepresentative Toby Hobbs

Signed

Dated 13/11/18

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Table of contents 1. Introduction ......................................................................................................................... 6

1.1. Background .................................................................................................................. 6 1.2. Purpose ........................................................................................................................ 6 1.3. Community Communications Strategy scope ............................................................... 8 1.4. Project description ........................................................................................................ 9

2. Stakeholder identification .................................................................................................. 12 2.1. Community overview .................................................................................................. 12 2.1.1. Albion Park Rail ................................................................................................... 12 2.1.2 Albion Park .......................................................................................................... 12 2.2. Key stakeholders ........................................................................................................ 12 2.2.1. Directly affected stakeholders and business ........................................................ 14 2.2.1.1. Properties receiving adjustments ........................................................................ 14 2.2.1.2. Properties receiving architectural treatment ........................................................ 14 2.2.2. Utility and service providers................................................................................. 15 2.2.3. EPA and DP&E ................................................................................................... 15

3. Key issues raised by stakeholders .................................................................................... 16 3.1. Previous consultation ................................................................................................. 16 3.2. Potential issues and strategies ................................................................................... 16

4. Community Relations Manager ......................................................................................... 26 4.1. Support team.............................................................................................................. 26

5. Community and stakeholder engagement ......................................................................... 27 5.1. Engagement objectives .............................................................................................. 27 5.2. Communications and engagement approach ............................................................. 27 5.3. Key messages ............................................................................................................ 28 5.4. Communication tools .................................................................................................. 28 5.4.1. Project website .................................................................................................... 37 5.5. Complaints management ........................................................................................... 37 5.5.1. Facilities for receiving enquiries and complaints .................................................. 37

6. Community relations obligations and protocols .................................................................. 39 6.1. General community involvement obligations .............................................................. 39 6.2. Media and Government .............................................................................................. 39 6.3. Crisis communications ............................................................................................... 39 6.4. Communication protocols ........................................................................................... 40 6.5. Project branding ......................................................................................................... 40 6.6. Project meetings ........................................................................................................ 41 6.7. Inductions and staff training ........................................................................................ 41 6.8. Pre-start meetings and toolbox talks .......................................................................... 41

7. Reporting, monitoring and evaluation ................................................................................ 42

List of tables Table 1: CoA and REMM applicable to the CCS .......................................................................................... 6

Table 2: Key stakeholders ........................................................................................................................... 13

Table 3: Potential issues, mitigations measures and strategies ................................................................. 16

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Table 4: Communication activities and tools ...............................................................................................29

Table 5: Facilities for receiving enquiries and complaints...........................................................................38

Table 6: Communications material approvals and distribution timeframes.................................................40

List of figures Figure 1: Albion Park Rail bypass project map ...........................................................................................11

Glossary / Acronyms APRb Albion Park Rail bypass, the bypass project CCS Community Communication Strategy CEMP Construction Environmental Management Plans CMS Complaints Management System

Conditions of approval (State and Federal). State CoA are the NSW Minister for Planning’s conditions of approval. Federal CoA are the CoA Federal Minister for the Environment and Energy’s conditions of approval.

CM Consultation Manager CRM Community Relations Manager REMM Revised Environmental Management Measures Deed Construction Deed DP&E Department of Planning and Environment EIS Environmental Impact Statement EPA NSW Environment Protection Authority EPL Environmental Protection Licence

Independent Environmental Representative nominated by Roads ER and Maritime and approved by DP&E OEH Office of Environment and Heritage Roads and Maritime Roads and Maritime Services

Secretary of the NSW Department of Planning and Environment Secretary (or nominee, whether nominated before or after the date on which

this approval was granted) Submissions and Preferred Infrastructure Report. A report

SPIR developed to respond to submissions raised during the exhibition of the EIS and assess changes from the EIS

SSI State significant infrastructure SWTC Scope of Works and Technical Criteria VMS Variable message sign

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1. Introduction 1.1. Background

This Community Communication Strategy (CCS) has been prepared for Stage 2 of the Princes Highway upgrade between Yallah and Oak Flats (State Significant Infrastructure, SSI 6878), the bypass project. This CCS has been named in accordance with the Minister’s Conditions of Approval (CoA) and addresses the Roads and Maritime Services requirements under the Scope of Works and Technical Criteria (SWTC) for a Community Involvement Plan. This CCS describes the methods used to facilitate communication between Roads and Maritime Services, Fulton Hogan, key stakeholders and the community. This document should be read in conjunction with the Albion Park Rail bypass (APRb) Complaints Management System (CMS). This CCS interfaces with the other associated plans, which together describe the proposed overall project management system for the project to ensure compliance with the requirements of the Infrastructure Approval, Environment Impact Statement (EIS), Submissions and Preferred Infrastructure Report (SPIR), Construction Deed (the Deed), the SWTC and other associated project documents.

1.2. Purpose The project has been assessed under Part 5.1 (State significant infrastructure - now Division 5.2) of the NSW Environmental Planning and Assessment Act 1979 (EP&A Act). This CCS addresses CoA B1, B2, B3, B4, B5, B11(a) and E83 of the APRb Infrastructure Approval and the relevant Revised Environmental Management Measures (REMM) from the SPIR. The requirements of the conditions and REMM which apply to the CCS are listed in Table 1 below, together with the cross-reference to where the requirements are addressed in this CCS. Further details of how the conditions are addressed are provided in the sections below. Table 1: CoA and REMM applicable to the CCS

CoA/REMM Requirement Reference

B1 A Community Communication Strategy must be prepared to facilitate communication between the Proponent and the community (including Relevant Council(s), adjoining affected landowners and businesses, and others directly impacted by the SSI), during the delivery of the SSI and for a minimum of 12 months following the completion of the SSI.

This document

B2 The Community Communication Strategy must:

a) Identify people or organisations to be consulted during the delivery of the project

b) Set out procedures and mechanisms for the regular distribution of accessible information about or relevant to the SSI

c) Identify opportunities to provide accessible information regarding regularly updated site activities, schedules and milestones at each construction site

d) Identify opportunities for the community to visit construction sites (taking into consideration workplace health and safety requirements)

e) Involve construction personnel from each construction site in engaging with the local community

Section 2

Section 5.4

Section 5.4

Section 5.4

Section 6.7

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CoA/REMM Requirement Reference

f) Provide for the formation of issue or location-based community forums, that focus on key environmental management issues of concern to the relevant community(ies) for the SSI; and

Section 5.4

g) Set out procedures and mechanisms:

i. through which the community can discuss or provide feedback to the Proponent;

ii. through which the Proponent will respond to enquiries or feedback from the community; and

iii. to resolve any issues and mediate any disputes that may arise in relation to the environmental management and delivery of the SSI

Section 5.4, 5.5 and refer to the CMS and Complaints Register

B3 The Community Communication Strategy must be submitted to the Secretary for approval no later than one (1) month before commencement of any works, or within another timeframe agreed with the Secretary.

Section 1.3

B4 Work for the purposes of the SSI must not commence until the Community Communication Strategy has been approved by the Secretary.

Section 1.3

B5 The Community Communication Strategy, as approved by the Secretary, must be implemented for the duration of the works and for 12 months following the completion of construction.

Section 1.3

B11 A website providing information in relation to the SSI must be established before the commencement of works and maintained during the delivery of the SSI, and for a minimum of 12 months following the completion of construction or within another timeframe agreed with the Secretary. The following up-to-date information (excluding confidential, private and commercial information) must be published and maintained on the website or dedicated pages:

a) information on the current implantation status of the SSI;

b) a copy of the documents listed in Table 2 of this approval, and any documentation relating to any modifications made to the SSI or the terms of this approval;

c) a copy of this approval in its original form, a current consolidated copy of this approval (that is, including any approved modifications to its terms), and copies of any approval granted by the Minister to a modification of the terms of this approval;

d) a copy of each statutory approval, licence or permit required and obtained in relation to the SSI; and

e) a current copy of each document required under the terms of this approval and any endorsements, approvals or requirements from the ER and Secretary, all of which must be published prior to the commencement of any works to which they relate or prior to their implementation as the case may be.

Section 5.4 Section 5.4.1

E83 Utilities, services and other infrastructure potentially affected by the delivery of the SSI must be identified before works affecting them commence, to determine the requirements for access to, diversion protection, and/or support of such services. The relevant owner and/or provider of services must be consulted to make suitable arrangements for access to diversion, protection, and/or support of the affected infrastructure as required. The Proponent must ensure that disruption to any service is minimised and be responsible for advising local residents and businesses affected before any planned disruption of service occurs.

Section 2.2.2

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CoA/REMM Requirement Reference SE01 The Community Involvement Framework will address, but not

be limited to: Consultation purpose and objectives Communications tools Monitoring and evaluation Stakeholder analysis, to provide details on all

stakeholders and indicative tools for engaging with these stakeholders

Procedures for gathering, managing and using feedback provided by stakeholders

Identification of specific issues, communications and management strategies for:

- Traffic management (including property access, pedestrian access)

- Social and business impacts - Landscaping / urban design matters

Construction programming and activities, including extended working hours and out of hours work

Noise and vibration Inquiries and complaints handling framework.

This document

This CCS describes: The stakeholders to be consulted during the implementation of the strategy, including

adjoining landowners, local residents, the broader community, key stakeholders and relevant agencies

The communication tools and activities that will be used to provide regular distribution of information to stakeholders about the reconfiguration works and provide opportunities for community feedback

Potential construction impacts and methods to proactively manage these impacts.

This CCS is subject to ongoing development, amendment and updating during the bypass project to take into account: Changes in the design and construction program Changes in community and stakeholders needs Changes in the work and the community / stakeholder information requirements. Note that the requirements of CoA B11(a) (cross referenced in CoA B10) are addressed in the CCS.

1.3. Community Communications Strategy scope This CCS applies to community engagement and communications by Roads and Maritime and Fulton Hogan relating to the bypass project. The bypass project will be delivered in three stages, as described in the APRb Staging Report. A separate CCS will be developed for Stage 3 of the APRb project prior to the commencement of work.

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Continuity in communications processes between the three stages of the project will be achieved through the use of the same project phone number and website. In addition, the communications activities and communication tools, as outlined in Table 4 of this CCS, will be consistent for the three stages of the project as appropriate. The APRb CCS must be submitted to the Secretary for approval no later than one (1) month before commencement of any works, or within another timeframe agreed with the Secretary. Work for the purposes of the SSI must not commence until the CCS has been approved by the Secretary. The APRb CCS, as approved by the Secretary, must be implemented for the duration of the works and for 12 months following the completion of construction.

1.4. Project description Stage 2 of the project comprises the extension of the Princes Motorway between Yallah and Oak Flats and all associated works including bridges, interchanges (excluding the Yallah interchange) and local road changes or upgrades (excluding any work as part of the Croom Regional Sporting Complex reconfiguration). Refer to Figure 1 of this CCS. The key features of the bypass project include: A 9.8 kilometre extension of the Princes Motorway between Yallah and Oak Flats bypassing

Albion Park Rail. The route largely follows the reserved road corridor except for the section around the Croom Regional Sporting Complex

A central interchange at Albion Park A southern interchange at Oak Flats Thirteen new bridges including:

− bridges to carry the motorway over Duck Creek, Macquarie Rivulet and Frazers Creek

− bridges to carry the motorway over the Princes Highway and Tongarra Road

− a bridge to carry the motorway over the South Coast Rail Line

− bridges to carry local roads, and ramps over the motorway

− bridges to provide improved floodwater conveyance and flood immunity. Pedestrian and cyclist facilities to provide east-west connectivity within the area Flood management structures Local road changes or upgrades Relocation of a 390 metre long section of Frazers Creek north of the existing Croom

Regional Sporting Complex Noise attenuation including:

− A noise barrier along the western side of the motorway travels Tongarra Road, and on Tongarra Road exit ramp

− A noise barrier to the north of the motorway from Croome Road in the west to

− Durgadin Drive in the east Street lighting Road furniture.

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The project requires the use of temporary ancillary sites including: Primary and secondary ancillary sites (excluding ancillary site AS10 and the Stage 3 ancillary

sites) Materials stockpile areas Bridge construction support areas A workshop for servicing plant Materials handling areas Intensive work zones.

A full list proposed ancillary sites for the bypass project is provided in SPIR.

Construction activities during the bypass project involve: Mobilisation and site establishment Establishment and use of temporary ancillary sites Clearing, grubbing and topsoil stripping, including clearing of all areas within the bypass

project boundary (except within the nominated environmental protection areas, Croom Regional Sporting Complex and the Yallah interchange) and temporary ancillary sites Construction of site access and haul roads Demolition of existing roads and buildings Bulk earthwork and haulage of materials Construction of drainage structures Construction of bridges (including heavy vehicle deliveries of over-sized loads) Changes to property access Construction of the road pavement Signposting Installation of lighting and roadside furniture Landscaping, waste disposal and rehabilitation of disturbed areas.

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Figure 1: Albion Park Rail bypass project map

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2. Stakeholder identification 2.1. Community overview Information in the following sections was obtained from the socio-economic assessment presented in the EIS. The assessment identified the suburbs of Albion Park and Albion Park Rail as being in close proximity to the project. The Australian Bureau of Statistics geographical boundaries were adopted for the purpose of analysing demographic and statistical data for these communities.

2.1.1. Albion Park Rail Albion Park Rail has a population of about 6,900 people, comprising 48.8 per cent male and 51.2 per cent female. The median age of the community is about 40 years old. There are 1,915 families living in Albion Park Rail with an average of 1.8 children in the family. Of the population, 79.3 per cent were born in Australia, with 5.4 per cent born in England. Other top ancestries in the Albion Park Rail community include Scotland, New Zealand, Netherlands and Germany. The main language spoken a t home is English, followed by 0.8 per cent Spanish and 0.5 per cent Macedonian. Just over half (55.1 per cent) of the community work full time with part time workers comprising 32.9 per cent of the population and 7.3 per cent of the community unemployed.

2.1.2. Albion Park Albion Park has a population of about 13,300 people, comprising 48.2 per cent males and 51.8 per cent female. The median age of the community is 35 years old. There are 3,674 families in Albion Park with an average of 1.9 children in the family. Of the population, 82.8 per cent were born in Australia, with 4.6 per cent born in England. Other top ancestries in the Albion Park community include Scotland, Germany, New Zealand and Philippines. The main language spoken at home is English, followed by 0.7 per cent Spanish and 0.6 per cent Italian. 57.5 per cent of the community work full time with part time workers comprising 31.8 per cent of the population, with 0.5 per cent of the community are unemployed.

2.2. Key stakeholders Roads and Maritime carried out extensive consultation with the community and stakeholders in the development of the EIS and SPIR. Community and stakeholder consultation including names and contact details are recorded in the stakeholder management database, Consultation Manager. Fulton Hogan will build on this consultation to ensure the community and stakeholders are consulted with and kept informed about the project. Stakeholders are recognised as anyone who has a current or future interest in the project and are categorised in Table 2 of this CCS. In addition, the project Construction Environment Management Plan and sub-plans (CEMP) include maps showing nearby residents and businesses, and noise sensitive receivers.

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Table 2: Key stakeholders

Stakeholder group Stakeholders Directly affected Adjacent and directly affected properties and businesses including: stakeholders and Properties within 200 metres of the alignment, or 500 metres where business controlled blasting is carried out, including:

- Properties that require property adjustments - Properties that require architectural / at-house noise treatments - Sensitive noise receivers

Businesses within 200 metres of the alignment, or 500 metres where controlled blasting is carried out, including: - Ravensthorpe - Dairy along Illawarra Highway - Cleary Bros - Holcim - Croom Regional Sporting Complex sporting groups and users

Wider community Local residents Road users using the existing highway and local roads Motorists using the new motorway and the A1 Princes Highway Motorists using the East West Link Pedestrians and cyclists using the new motorway Local taxi, bus, tour and transport operators Local pre-schools, primary and high schools

Interest groups and Local businesses in Yallah, Albion Park Rail and Albion Park businesses Albion Park Chamber of Commerce

Dapto Chamber of Commerce Illawarra Regional Airport Illawarra Bicycle User Group (iBug) APRb Aboriginal Focus Group Illawarra Local Area Lands Council APRb Flood focus group Illawarra Shoalhaven Joint Organisation

Government Minister for Environment and Energy representatives and Minister for Planning agencies Minister for Sport

Minister for Roads, Maritime and Freight The Secretary, Department of Planning and Environment State Member of Parliament Federal Member of Parliament NSW Environment Protection Authority (EPA) Department of Planning and Environment (DP&E) Office of Environment and Heritage (OEH) Wollongong City Council elected representatives Shellharbour City Council elected representatives Tourism Shellharbour

Emergency Services State Emergency Service – Tongarra Road, Albion Park NSW Police – Tongarra Road, Albion Park Ambulance NSW – Captain Cook Drive, Mount Warrigal NSW Rural Fire Service - Airport Road, Albion Park Rail NSW Fire and Rescue Brigade – Russell Street, Albion Park.

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Stakeholder group Stakeholders Utility and service TransGrid providers

Jemena Networks and Eastern Gas Pipeline Sydney Water

Endeavour Energy Telstra Optus

TPG NBN Co

Sydney Trains and Railcorp Media

Seven News Illawarra Win News Illawarra

ABC Illawarra i98FM 96.5 Wave FM

Illawarra Mercury Koori Mail South Coast Register

The Advertiser Lake Times

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2.2.1. Directly affected stakeholders and business Roads and Maritime and Fulton Hogan will continue to liaise with residents and businesses adjacent to the project using t he communications activities and tools outline in Table 2. Fulton Hogan will liaise with ‘directly affected stakeholder and business’ outlined in Table 2 including residents, tenants, property and business owners to ensure they are kept informed about the project including any work that may affect them. Stakeholders in this group will receive regular information about the project including work nearby and that may affect them. This could be via email or notification letter. The team will also use meetings and phone calls to keep directly affected stakeholders and business informed.

2.2.1.1. Properties receiving adjustments Roads and Maritime and Fulton Hogan will continue to liaise with the owners of properties that required adjustments as part of the project. Property adjustment plans will be prepared in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, SWTC and other associated project documents. Fulton Hogan will liaise with residents, tenants, property and business owners to ensure access is maintained during the work, unless otherwise agreed in consultation with the property owner.

2.2.1.2. Properties receiving architectural treatment Roads and Maritime and Fulton Hogan will liaise with the owners of properties that are eligible for architectural / at-house noise treatment as part of the project. Architectural / at-house noise treatment plans will be prepared in accordance with the Infrastructure Approval, EIS, SPIR, the Deed, SWTC and other associated project documents. Fulton Hogan will liaise with residents, tenants, property and business owners to ensure work is carried out in a timely and respectful manner.

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2.2.2. Utility and service providers Utilities and service providers whose infrastructure will potentially be affected by the project are identified in Table 2. Consultation with these utility and service providers will be undertaken before works affecting them commence, to determine the requirements for access to, diversion, protection, and/or support of such services. Roads and Maritime and Fulton Hogan will ensure that disruption to any service is minimised and will ensure local residents and businesses affected are notified before any planned disruption of service occurs. Notification for planned utility and service distributions will be from the utility and service providers within their specified notice periods. These notifications are in writing and include the specific days and times, reason for the distribution and contact details for enquiries and complaints. If utility or service disruptions occur outside of standard construction hours, Fulton Hogan will distribute an out of hours work notification letter not less than five days and not more than 14 days before work is to be carried out.

2.2.3. EPA and DP&E The EPA will be notified of incidents causing or threatening material harm to the environment immediately after the person becomes aware of the incident in accordance with the requirements of Part 5.7 of the Protection of the Environment Operations Act 1997. If notification is given to the EPA such notification will also be provided to DP&E within 24 hours after the notification was given to the EPA. For more information, refer to the CEMP.

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3. Key issues raised by stakeholders 3.1. Previous consultation Roads and Maritime has carried out consultation with the community and stakeholders during the development of the project. The EIS was publicly exhibited between 28 October 2015 and 27 November 2015. A total of 108 submissions were received, including submissions from four public authorities and three councils. Of the 101 submissions from the general public and special interest groups, 17 supported the proposal, 30 did not state a position, and 54 objected to the proposal on various grounds. Roads and Maritime prepared a SPIR which provided a response to issues raised on the EIS and proposed design refinements to the project. The SPIR was on public display between 11 September 2017 and 25 September 2017. A total of 22 submissions were received by DP&E, 15 from the general public and special interest groups, five from State Government agencies and two from councils. Issues raised were similar to those raised on the EIS, however, concerns about the impact of the changed Albion Park interchange and its impacts on the timing for and operation of the Tripoli Way extension and increased traffic in Albion Park, were raised. For more information, refer to the APRb SPIR and the Secretary’s Environmental Assessment Report.

3.2. Potential issues and strategies Roads and Maritime and Fulton Hogan understand the importance of proactive consultation and engagement with the community and key stakeholders to address and minimise potential issues and construction impacts. Refer to Table 3 for the potential issues that are likely, or known to be of interest or concern to community and stakeholders for the project. Emerging issues will continue to be tracked in Consultation Manager (CM), identified and proactively managed. Table 3: Potential issues, mitigations measures and strategies

Potential issue Potential key impacts Communication strategy Construction impacts Potential key impacts cause by: Any work planned outside of the including noise, Trucks, light vehicles, reversing standard working hours (except in vibration and dust beepers

Earthworks and construction activities including piling

Out of hours work

emergencies) will be carried out in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, Environment Protection Licence

Blasting Site compounds and casting yard.

(EPL) and other associated project documents. The project CEMP and Noise and Vibration Management Sub-plan outline the environmental management practices and procedures that are to be followed during construction including noise, vibration and dust monitoring. The Noise and Vibration Management Sub-plan details how construction noise and vibration

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Potential issue Potential key impacts Communication strategy impacts will be minimised and managed. The plan was developed in consultation with the EPA and is consistent with the relevant noise mitigation guidelines. Informing and/or consulting with nearby residents and businesses about construction activities that may generate excessive noise, vibration and/or dust by: Letterbox/email notification

and meetings with nearby residents and businesses, as required

Information onto the project website

Responding quickly to enquiries and complaints in accordance with the CMS.

All project personnel and subcontractors will be educated in minimising noise, vibration and dust at the project induction, pre-start meeting and toolbox talks.

Controlled blasting Impacts of controlled blasting including noise, vibration, dust and road closures

Lack of information and consultation about controlled blasting

Follow procedures including the Project Management Plans, CEMP and sub-plan (including Blast Management Strategy), that are developed in accordance with the requirements of the Infrastructure

Damage to nearby buildings and structures from controlled blasting

Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Inform and/or consult with nearby residents and businesses about controlled blasting: Meetings with nearby

residents and businesses to provide information about blasting and process for each blast. Meetings to occur before blasting starts and then ongoing during construction, as required and requested by residents and businesses

Obtain written agreement from residents and business (based on vibration limit predications) for increased blasting limits in accordance with the EPL

Notify residents, businesses and motorists of each controlled blasting.

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Potential issue Potential key impacts Communication strategy Notification will occur before blasting on the project starts and then 48 hours in advance of weekly blast

Blasting factsheet and weekly information about planned blasts to be made available on the project website

Property condition inspections will be carried out for buildings and structures adjacent to the project. Copies of property conditions reports will be submitted to owners before major work starts in the area. Responding quickly to enquiries and complaints in accordance with the CMS.

Drainage, stormwater management,erosion, sediment control and water quality

Flooding during large rainfall events, management of erosion and sediment control for temporary work.

Design temporary and permanent work in accordance with the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. The Soil and Water Quality Management Plan details the management of surface water impacts during construction. The plan was developed in consultation with the EPA, Department of Primary Industries (Fisheries and Water) and local councils. Inform and/or consult with nearby residents and businesses about drainage, stormwater management, erosion, sediment control and water quality: Meetings with nearby

residents and businesses, as required

Responding quickly to enquiries and complaints in accordance with the CMS.

Aboriginal and Disturbance and damage to Aboriginal Follow procedures included in the non-Aboriginal and non-Aboriginal heritage items. CEMP including, where heritage

Lack of consultation with the local Aboriginal community and key stakeholders.

appropriate, stop works and contact key stakeholders and organisations. Consultation in accordance with the Roads and Maritimes’ procedure for Aboriginal Cultural Heritage Consultation and Investigation.

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Potential issue Potential key impacts Communication strategy The Heritage Management Sub-plan details how construction impacts on Aboriginal and non-Aboriginal heritage is to be minimised and managed. The plan was developed in consultation with the OEH and Aboriginal Representatives. The project site induction to incorporate Aboriginal culture awareness training for all relevant staff and contractors. It is to include Aboriginal culture and history of the area, the location of sites and items that require protection, heritage management measures and protocols, and legal obligations.

Local infrastructure, Existing condition reports to ensure Follow procedures including the utilities and services agreed baseline for restoration.

Coordination of works with local councils and services providers to minimise any impacts on their assets and programs.

Project Management Plans, CEMP and sub-plan, that are developed in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Consultation with utilities, services and other infrastructure potentially affected by construction and operation to determine requirements for access to, diversion, protection, and/or support. Copies of asset and road conditions reports to be submitted to asset owners before major work starts in the area. Consulting with relevant service utility providers or owners to verify locations, impacts and any protection, relocation or decommissioning work required. Responding quickly to enquiries and complaints in accordance with the CMS.

Operational noise Lack of understanding by community of Follow procedures including the treatment how noise treatment is determined. Project Management Plans, CEMP

and sub-plan, that are developed in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Roads and Maritime factsheet about operation noise would be

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Potential issue Potential key impacts Communication strategy made available for interested stakeholders. The noise modelling and a plain language explanation of this data to help nearby residents and businesses understanding predicted noise levels and the mitigation provided from low noise pavement, noise walls and architectural / at-house treatment.

Out of hours work Disruption to nearby residents and motorists during out of hours work.

Any work planned outside of the standard working hours (except in emergencies) will be carried out in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. The project CEMP and Noise and Vibration Management Sub-plan outline the environmental management practices and procedures that are to be followed during construction including noise and vibration monitoring. Implementing mitigation measure and monitoring noise levels during night work. Notifying affected noise sensitive receivers of works approved outside of standard construction hours not less than five days and not more than 14 days before those works are to be undertaken. The notification must be: by letterbox drop or email;

and be detailed on the project

website. The notification required by paragraphs (a) and (b) of this condition must: clearly outline the reason that

the work is required to be undertaken outside standard construction hours;

include a diagram that clearly identifies the location of the proposed works in relation to nearby cross streets and local landmarks;

include details of relevant time restrictions that apply to the proposed works;

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Potential issue Potential key impacts Communication strategy clearly outline, in plain

English, the location, nature, scope and duration of the proposed works;

detail the expected noise impact of the works on noise sensitive receivers;

clearly state how complaints may be made and additional information obtained; and

include the number of the telephone complaints line, an after hours contact phone number specific to the works undertaken outside the standard construction hours, and the project website address.

Responding quickly to enquiries and complaints in accordance with the CMS. All project personnel and subcontractors will be educated in minimising noise, vibration and dust at the project induction, pre-start meeting and toolbox talks.

Lack of project Lack of awareness or misinformation Widespread communication awareness, about the project. material in plain language and understanding and graphics about the project is incorrect information Unauthorised media releases, persons

speaking with the media and release of project information Community not knowing how to contact project team.

Complaints and issues received that relate to other projects.

prepared and made available during the project. Use a range of easy to access communication activates and tools to reach the wider community and stakeholders including written communication material, information sessions and displays. Publishing project contact information on all communications material. Responding quickly to enquiries and complaints in accordance with the CMS. All project personnel and subcontractors are to be educated in communications and media protocols at the project induction, pre-start meeting and toolbox talks.

Property and vehicledamage

Property or vehicle damage from construction.

Follow procedures including the Project Management Plans, CEMP and sub-plan, that are developed in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the

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Potential issue Potential key impacts Communication strategy SWTC, EPL and other associated project documents. Property condition inspections will be carried out for buildings and structures adjacent to the project. Copies of property conditions reports will be submitted to owners before major work starts in the area. Road and Maritime and Fulton Hogan will carry out an investigation for any claims of damage to private vehicles. Each claim is investigated and determined based on its individual facts and circumstances and written notification of the decision will be provided to the claimant. Responding quickly to enquiries and complaints about property and vehicle damage in accordance with the CMS.

Removal of native vegetation andimpacts on flora andfauna

Removal of planted and remnant vegetation. Threatened species and ecological communities.

Follow procedures including the Project Management Plans, CEMP and sub-plan, that are developed in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Informing and/or consulting with nearby residents and businesses about vegetation removal by: Consulting with local wildlife

rescue groups to ensure fauna found within the work areas are safely relocated

Developing key messages about the Biodiversity Offset Package and nest boxes

Letterbox/email notification and meetings with nearby residents and businesses, as require

Information onto the project website

Responding quickly to enquiries and complaints in accordance with the CMS.

All project personnel and subcontractors are to be educated in communications and media protocols at the project induction, pre-start meeting and toolbox talks.

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Potential issue Potential key impacts Communication strategy Restoration of site Lack of information and consultation Follow procedures including the compounds and about the rehabilitation and restoration Project Management Plans, CEMP construction areas areas affected by construction. and sub-plan, that are developed

in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Photographic records of areas likely to be disturbed before major work starts. Consulting with landowners about appropriate standards for restoration.

Site compounds and ancillary facilities

Impact on nearby residents and businesses associated with site compounds and ancillary facilities.

An assessment of the facility in consultation with relevant public authority(s), the relevant local council and ER will occur in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Fencing with material attached (eg shade cloth) will be provided around the construction compounds and other areas to screen views of the construction compounds from adjoining properties. Informing and/or consulting with nearby residents and businesses before site compounds and ancillary facilities are established: Letterbox/email notification

and meetings, as required Responding quickly to

enquiries and complaints in accordance with the CMS.

Socio-economic, property and landuse impacts

Temporary impacts on property where located near site compounds and ancillary sites.

Impacted social infrastructure and community facilities, including emergency services, are to be consulted with during construction.

Informing and/or consulting with nearby residents about the socio-economic impacts associated with noise, dust and visual impact during construction. Informing and/or consulting with nearby residents, businesses and community groups: Letterbox/email notification

and meetings, as required Responding quickly to

enquiries and complaints in accordance with the CMS.

Traffic managementimpacts on

Disruptions, delays and temporary detours including reduced speed limits,

Follow procedures including the Project Management Plans, CEMP

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Potential issue Potential key impacts Communication strategy motorists, pedestrians andcyclists includingtraffic changes,detours and access changes

temporary shoulder and road closures and construction access gates.

Minimising the impact and maintaining access to local residents, businesses, pedestrians, cyclists, motorists and emergency vehicles.

and sub-plan, that are developed in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Closures to be planned/works limited to outside of peak traffic periods, weekends, holiday periods and events Consulting with councils on any staging of local road network upgrades and new or modified local road, parking, pedestrian and cycle infrastructure as part of the project. Access to bus stop locations are to be maintained during construction in consultation with bus operators. Pedestrian and cyclist access is to be maintained throughout construction, with signposted outlining the pedestrian and cyclists diversion routes displayed. There is to be advance notification of any construction works that affect pedestrians and cyclists. Any necessary alterations to property access required for the project are to be carried out in consultation with property owners. Emergency services are to be notified in advance of changes to traffic conditions (eg partial or total road closures). Informing and/or consulting with residents, businesses, pedestrians, cyclists, motorists and emergency vehicles: Letterbox/email notification

and meetings, as required Presentation to key

stakeholder groups Information onto the project

website and NSW Live Traffic Advertisements, media

releases and traffic alerts Email notifications to

registered stakeholders VMS to display information

about traffic delays and changes

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Potential issue Potential key impacts Communication strategy Signage to direct

pedestrians/cyclists to ensure safe usage of footpaths/roads

Responding quickly to enquiries and complaints in accordance with the CMS.

Urban and landscapedesign

Lack of understanding about the urban and landscape design.

Community dissatisfaction with urban design and landscaping.

The Urban Design and Landscape Character Strategy is developed in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents. Informing and/or consulting with nearby residents and interested stakeholders about the urban and landscape design. A range of easy to access communication activates and tools to educate the community and stakeholders about the features and details of the urban and landscape design including using the existing interactive portal and videos, display posters and artist impressions. Responding quickly to enquiries and complaints in accordance with the CMS.

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4. Community Relations Manager The Community Relations Manager (CRM) oversees the development, management, coordination and implementation of all community engagement activities. The CRM will be responsible for: Handling of enquiries/ complaints management/ interface issues Management and maintenance of the document management administration and systems/

contact database Liaising with property owners to co-ordinate access and to deal with specific property related

issues arising from the upgrade works Development and delivery of communication and community engagement strategies,

activities and tools Preparation of material and facilitating group and public meetings, workshops and forums for

the works Providing strategic advice and participate with the project teams to improve and enhance the

delivery of Roads and Maritime communication services to the community Building and maintaining collaborative and consultative working relationships with internal

and external stakeholders. The CRM will be available for contact by local residents and the community at all reasonable times to answer questions and address concerns about the work. This includes during out of hours work and on weekends, as required. The CRM is to have up-to-date information on: Emerging stakeholder issues Planned traffic arrangements, including any temporary traffic switches and detours Planned design and construction activities Current landowner discussions Planned community and stakeholder consultations Complaints and enquiries received and status Duties and accountabilities of Fulton Hogan staff Commitments to stakeholders made by Roads and Maritime and Fulton Hogan.

4.1. Support team Two full time support staff will assist the CRM in the coordination and implementation of all community engagement activities. This includes attendance at community presentations, meetings and displays outside of standard working hours, as required. They will be experienced in responding to enquiries and complaints and responsible for updating and maintain the community contacts database, Consultation Manager. The CRM and support staff will be based within the site office. They will be available between 9am and 5pm Monday to Fridays at the community display centre (excluding public holidays and when no work is occurring onsite).

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5. Community and stakeholder engagement 5.1. Engagement objectives The Roads and Maritime and Fulton Hogan approach to community and stakeholder engagement is guided by the following key principles: Be inclusive and ensure the community and stakeholders have timely, accurate and effective

information about the project, detailed design, construction staging and opening Be proactive by informing and consulting with the community and stakeholders early to

ensure they remain informed as the project progresses and potential issues are identified, addressed and closed out

Be responsive and provide two-way communication channels allowing enquiries and complaints to be resolved in a timely manner in accordance with Roads and Maritime requirements, Australian Standard ISO 10002-2006 Customer satisfaction and the Commonwealth Ombudsman better practice guide to Complaint Handling

Be sensitive and recognise that we are guests within the community. Make a genuine and practical effort to carry out work in a way that is courteous, co-operative and minimises construction impacts on nearby residents and businesses, community groups, business along the existing Princes Highway, road users and key stakeholders

Build positive relationships and reputation that supports future work, leaves a legacy and builds on existing relationships with the community and stakeholders

Honour all obligations and requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents

Implement best practice community engagement in accordance with industry standards, particularly with AA1000 Stakeholder Engagement Standard and the International Association for Public Participation Core Values for Public Participation

Support and improve the local community through volunteering, sponsorship and encourage local participation in supply and employment.

5.2. Communications and engagement approach The objective of communications and engagement during the project is to ensure the community and stakeholders are informed about construction activities and program, access changes and measures in place to minimise construction impacts. Providing accurate and current information is essential to managing community expectations and encouraging an understanding of the project and its benefits. Fulton Hogan will establish relationships and maintain regular two-way communication with the nearby residents, businesses and key stakeholders to proactively and effectively address and manage issues as they emerge. Communication and engagement plans for the works will provide details on construction activities and mitigation measures, key messages, communications material, distribution and any other relevant information.

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5.3. Key messages Key messages regarding the project include: The extension of the M1 Princes Motorway between Yallah and Oak Flats to bypass Albion

Park Rail will complete the 'missing link' for a high standard road between Sydney and Bomaderry

All work will be carried out in accordance with the of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents.

A ‘no surprises’ approach will be adopted throughout construction by keeping the user groups and stakeholders informed about construction activities, access changes in place to minimise construction impacts

We will keep the community informed ahead of any traffic changes Nearby residents will be notified of any work required outside of standard construction hours Opportunities for consultation with the community and stakeholders about timing and

mitigation measures for construction activities and proposed changes will be identified where appropriate

The community, user groups and stakeholders will be kept informed via the project website, social media, email notifications, written notifications and meetings

Feedback from the community and stakeholders about the work and how impacts can be minimised is welcomed.

5.4. Communication tools A range of communications activities and tools will be used to inform and engage the community and stakeholders about the project. Table 4 below provides an overview of the communication tools that will be used, the aim of each tool and the stakeholder groups involved. Communications activities and tools will be developed in accordance with the requirements of the Infrastructure Approval, EIS, SPIR, the Deed, the SWTC, EPL and other associated project documents.

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Table 4: Communication activities and tools

Activities and tools Description Audience Frequency / timing Specifications

3D animation, videos and online portal

A 3D animation and videos have been developed to show the

project location and key features. The videos are available on the

APRb project website / online portal.

Road users, community and stakeholder

groups, any interested parties.

For the duration of the project. The videos and portal can be accessed by

the public at any time from the project website. It will be available at the site

office /community display centre and used during site tours and stakeholder

meetings and presentations.

Advertisements An advertisement will be published in the Illawarra

Mercury, South Coast Register, The Advertiser/Lake Times and

Koori Mail to inform the community about the telephone

number, the postal address and the email address to provide

feedback about the project.

Road users, community and stakeholder

groups, any interested parties.

In consultation with the Roads and Maritime representative advertisements are to be placed as required, for the duration of the

project.

Roads and Maritime is to place all advertisements, including radio. Advertisements must conform to “NSW (Government) Guidelines for Advertising”

Community updates and postcards

Community, postcards and construction updates (newsletters) to inform and

engage the community about construction progress, access

changes, milestones, relevant project information and any

changes to the detailed design.

Road users, community and stakeholder

groups, any interested

parties.

For major milestones including commencement of construction, traffic

changes and opening of new sections of motorway.

The publications will be developed by the contractor in consultation with Roads and

Maritime. The publications will follow

current Roads and Maritime templates and branding

guidelines. Community

information forums Community information forums will be held where interest from the community has been received

through complaints or general interest about key environmental

management issues and construction activities including major traffic changes and blasting.

Road users, community and stakeholder

groups, any interested parties.

Initially during the commencement of construction, meetings/forums will be held every other month. If over time

community interest in the meetings/forums wane, Roads and

Maritime may approach DP&E to discuss having less frequent

meetings/forums.

The structure of the forums will be informal, chaired by the CRM and subject matter

experts from the project team. Roads and Maritime will also

be represented. The scope of the forums is to provide opportunities for the community to gain up to date

information about the project

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Activities and tools Description Audience Frequency / timing Specifications and also voice any concerns.

The objectives are to provide information and opportunity for

feedback. Consultation Manager (CM)

CM is an online secure stakeholder management

database used to record community and stakeholder

interactions.

The Secretary, Roads and Maritime and ER.

For the duration of the project, and for 12 months following the completion of construction.

CM will be updated and maintained with accurate

contact details and records of contact to ensure identification

and distribution information. Register is to be provided at

any staffed or public display locations to enable the community to be included in Consultation Manager.

Contact cards Business cards with the project contact details will be available

for the community and stakeholders.

Road users, community and stakeholder

groups, any interested parties.

For the duration of the project. Contact cards to include phone, email, postal and website details. Contact card to be provided to all staff and subcontractors to

provide to community members if approached.

Doorknocking Doorknocking nearby residents and businesses to inform them of

construction activities and out of hours work.

Directly affected residents and businesses

As required, for the duration of the project.

Doorknocks to be recorded in Consultation Manager. Where

possible telephone call is to be made before the doorknock

occurs. Display centre / site

compound office A community site office display

centre located within the main site compound for community

enquiries and complaints about the project.

Road users, community and stakeholder

groups, any interested parties.

For the duration of the project. Open Monday to Fridays from 9am until 5pm (excluding

public holidays).

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Activities and tools Description Audience Frequency / timing Specifications

Frequently asked questions (FAQs) and factsheets

FAQs and factsheets are to be prepared for specific topics, as

required.

Road users, community and stakeholder

groups, any interested parties.

As required, for the duration of the project.

Factsheets are to be available at community

information sessions, displays, on the project

website, and issued by mail as requested.

Feedback forms Feedback forms for the community will be used to obtain

feedback at meetings, presentations, stalls and information sessions.

Road users, community and stakeholder

groups, any interested parties.

As required during feedback / consultation display periods, for the

duration of the project.

Feedback forms will be prepared on Roads and Maritime templates and provide to Roads and

Maritime for approval prior to issuing to the community.

Live Traffic NSW Provides real time information about traffic changes for

motorists.

Road users, community and stakeholder

groups, any interested parties.

Updated with current information as it becomes available, for the duration of the

project.

The community will be made aware of the use of the Live Traffic NSW website via the

project community updates.

Meetings (one on one and small

group)

Meetings with key stakeholders nearby residents and businesses

to ensure they are kept information about the project.

Road users, community and stakeholder

groups, any interested parties.

Fulton Hogan will proactive offer meetings to key stakeholders nearby

residents and businesses. The frequency will be determined by attendees’

requests, for the duration of the project.

Meeting notes will be recorded in CM. If formal

meeting notes are prepared these will be provided to

Roads and Maritime approval prior to issuing to the

community. Notification letters Letterbox notification letters will Nearby noise Out of hours work notification letters are Out of hours work including traffic be used to inform directly affected sensitive distributed not less than five days and not notifications will be

changes and ‘out residents and user groups about residents and more than 14 days before work is to be developed to address the of hours work’ any changes that may impact on businesses, road carried out. requirements of the project

notices properties, stakeholders, ground usage and businesses Activities could include changes

to access arrangements, construction of temporary work

and permanent changes,

users Out of hours and

high impact/noisy

work notifications will be provided

Notification letters for construction activities and traffic changes will be

distributed a minimum of 5 days before the work.

EPL. Out of hours work notification

letters are distributed not less than five days and not more

than 14 days before work is to be carried out.

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Activities and tools Description Audience Frequency / timing Specifications controlled blasting, high impact /

noisy work and work outside normal working hours. The

notification will be in writing and include the specific days and times, construction activities and a map showing where the

activities will occur.

to residents and business identified as

potentially impacted (based on noise predications)

All notifications will be on Roads and Maritime letterhead unless otherwise agreed by the Roads and Maritime Representative.

Photographic images

Photographs will be taken during construction to visually record the progress of construction.

Road users, community and stakeholder

groups, any interested parties.

Monthly and as required, for the duration of the project.

Photographs will be of a professional quality (minimum 300 dpi) and

included on the APRb project website as they become

available. Project signage Project information and

supplementary signage. Road users,

community and stakeholder

For the duration of the project. In accordance with the requirements of the Deed

and SWTC. groups, any

interested parties.

Project email address

Project email address has been established for the community to provide feedback about the

project: [email protected]

Road users, community and

stakeholder groups, any

interested parties.

Fulton Hogan established a project email address that will be available for the

duration of the project. The existing Roads and Maritime project

email address ([email protected])

was established in December 2013. This email address will have a forwarding

service put in place for emails to be directed to Fulton Hogan’s project email

account. The Roads and Maritime project email address will be back in service 12

months following completion of the project.

The email address will be included on all project

communication material. Emails received and their

responses will be recorded in Consultation Manager.

Refer to 5.4.1 of this CCS and CMS.

Project information phone number

A 24-hour toll free project information telephone number

Road users, community and

The project information phone has been available since October 2015 and will

The telephone number will be included on all project

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Activities and tools Description Audience Frequency / timing Specifications (1800 708 727) has been established for the community to provide feedback about the

project.

stakeholder groups, any

interested parties.

continue to be available for 12 months following the completion of the project.

communication material All calls received and their

responses will be recorded in Consultation Manager.

Refer to 5.4.1 of this CCS and CMS.

Project postal address

Project postal addresses has been established for the community to provide feedback about the project: Fulton Hogan Albion Park Rail bypass PO Box 1014

Albion Park Rail NSW 2527

Road users, community and stakeholder

groups, any interested parties.

Fulton Hogan established a project postal address that will be available for the

duration of the project. The existing Roads and Maritime postal

address (PO Box 477 Wollongong) is the regional office postal address, not just for

the bypass project. As such, the Roads and Maritime postal address will continue

to be monitored by Roads and Maritime. Any letters related to the project will be forwarded to Fulton Hogan for response

in accordance with the CMS.

The postal address will be included on all project

communication material. All correspondence received

and their responses will be recorded in Consultation Manager.

Refer to 5.4.1 of this CCS and CMS.

Site tours Tours to council staff and elected officials, elected representatives,

government agencies, management and technical

personnel, local schools, businesses and community

groups may be arranged, subject to the availability of staff and the

work occurring onsite.

Road users, community and

stakeholder groups, any

interested parties.

As appropriate and as requested or invite Site tours will be approved by the Roads and Maritime and in accordance with the requirements of the Deed

and SWTC. Opportunities to attend

upcoming site tours will be communicated to the community and stakeholders

via the project community updates.

Social media Social media posts. M1 Princes Highway

/ Motorway Facebook page

followers.

For major milestones including commencement of construction, traffic

changes and opening of new sections of motorway.

Social media posts to highlight suitable project

milestones and information.

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Activities and tools Description Audience Frequency / timing Specifications

Stakeholder presentations

Presentations will be offered and given to council staff and elected officials, elected representatives,

government agencies, orgnaisations management and

technical personnel, local schools, businesses and

community groups.

Agencies, local orgnaisations,

key stakeholders,

community groups any

interested parties.

Fulton Hogan will liaise with existing community groups to attend and present

around their existing meeting schedules and presentations.

Councils, agencies and orgnaisations will be offered regular meetings and

presentations. The frequency will be determined by attendees’ requests.

Approval must be received from Roads and Maritime prior to any stakeholder presentations being agreed to and occurring.

Staffed displays / drop in sessions

Staffed displays / drop in sessions will be held at public

venues such as shopping centres, local events or public

venues. The displays / drop in sessions allow the project team to

provide information and to receive feedback and answer

questions from the local community.

Road users, community and stakeholder

groups, any interested parties.

Staffed displays / drop in sessions at will be held at relevant community events, for

the duration of the project.

Roads and Maritime’s approval on staffed displays /

drop in session is to be obtained before planning and

preparation starts. All properties likely to be affected by construction activities (or otherwise as agreed with Roads and Maritime) and all other relevant stakeholders (eg registered in Consultation Manager) is to be invited to the staffed displays / drop in

sessions. The project may participate in

promotional displays associated with key local

events and activities (Illawarra Convoy and Wings

over Illawarra), including local shows and exhibitions, as required and approved by

Roads and Maritime. Public (static)

displays / noticeboards

Roads and Maritime and Fulton Hogan may establish limited

duration static displays in public

Road users, community and stakeholder

As required, for the duration of the project.

Roads and Maritime’s approval on static displays is required before a location is

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Activities and tools Description Audience Frequency / timing Specifications locations to provide the

community with information about the project.

groups, any interested parties.

used this may include local councils offices and libraries.

Traffic alerts and media releases

Content for traffic alerts and media releases will be prepared

by the contractor and supplied to Roads and Maritime to keep the community and stakeholders informed about construction activities and changes

Media outlets, all road users,

community and stakeholder

groups, any interested parties

Traffic alerts will be issued when there are substantial impacts to traffic

anticipated. Media releases will be issued for major

milestones such as the commencement of construction and the finalisation of construction.

In accordance with the requirements of the Deed

and SWTC. Traffic alerts and media

releases will be distributed by Roads and Maritime to key

media outlets.

Variable Message Signs (VMS)

VMS will be used to keep the community and road users informed about changes to access conditions and other activities as required

Road users, community and stakeholder

groups, any interested parties.

As required VMS will be in place on affected roads at times when works is occurring in the area

that may affect the traffic. These roads may include:

Princes Highway Southbound at Yallah

Princes Highway North bound at Yallah

Yallah Road Eastbound Illawarra Highway Tongarra Road Croome Road

East West Link and Oak flats interchange.

Website A website has been established to provide information to the

community about the project: www.rms.nsw.gov.au/apr

Road users, community and stakeholder

groups, any interested parties.

Roads and Maritime will manage the existing project website. Fulton Hogan will

provide updated material for the website as new information becomes publicly

available or information on the website becomes out of date, for the duration of the project.

In accordance with of the Infrastructure Approval, EIS,

SPIR, the Deed, the SWTC, EPL and other associated

project documents. Information will be published at least five business days before work is planned to

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Activities and tools Description Audience Frequency / timing Specifications Fulton Hogan will provide Roads and

Maritime photographs monthly to upload on the project website.

occur. Refer to 5.4.1 of this CCS.

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Albion Park Rail bypass

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5.4.1. Project website Roads and Maritime has established a website for the project (www.rms.nsw.gov.au/apr). The website was established before the commencement of works and will be maintained during the delivery of the project and for a minimum of 12 months following t he completion of construction or within another timeframe agreed with the Secretary. The following up-to-date information (excluding c onfidential, private and commercial information) is available (or will be made available when appropriate) on the website: Information on the current implementation status of the project A copy of the documents listed in Table 2 of the Infrastructure Approval, and any documentation

relating to any modifications made to the project or the terms of the Infrastructure Approval A copy of the Infrastructure Approval in its original form, a current consolidated copy of this

approval (that is, including any approved modifications to its terms), and copies of any approval granted by the Minister to a modification of the terms of this approval;

A copy of each statutory approval, licence or permit required and obtained in relation to the SSI; and

A current copy of each document required under the terms of this approval and any endorsements, approvals or requirements from the ER and Secretary, all of which must be published prior to the commencement of any works to which they relate or prior to their implementation as the case may be

The documents listed above will be available on the website prior to the commencement of work or prior to their implementation as appropriate.

5.5. Complaints management The CMS outlines the approach to managing complaints received during the pr oject and for 12 months following completion of works. A ‘complaint’ is defined as an interaction with a community member or stakeholder who expresses dissatisfaction with construction activities, staff members, actions or proposed actions. Fulton Hogan will manage complaints in a manner which assures stakeholders that their issues and concerns are taken seriously. Where a complaint has been investigated and remedial action is found to not be required, Fulton Hogan will explain this investigation outcome to the stakeholder. The CMS will be publicly available on the project website throughout construction.

5.5.1. Facilities for receiving enquiries and complaints Fulton Hogan has established a project email and postal address in accordance with CoA B9. The email and postal accounts will be regularly monitored to receive and respond to customer feedback and enquiries. The community information line (1800 708 727) was established by Roads and Maritime in October 2015. Fulton Hogan will manage the information line during construction. The telephone number will be available for the duration of the work and from 12 months following completion of construction.

All approaches from the community and stakeholders will be registered in the project’s CM stakeholder database. The facilities established for receiving enquiries and complaints about the project during construction are shown in Table 5.

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Table 5: Facilities for receiving enquiries and complaints

Facility Purpose Detail

Community information line

The 1800 telephone number for the registration of complaints about the works 24 hours a day, 7 days a week

1800 708 727 (toll free)

Email address The email address allows stakeholders and the community to transmit electronic complaints about the works

[email protected]

Postal address The postal address allows stakeholders and the community to send written complaints about the works

Fulton Hogan Albion Park Rail bypass PO Box 1014 Albion Park Rail NSW 2527

The telephone number, the postal address and the email address will be published in newspapers circulating in the local area (Illawarra Mercury, South Coast Register, The Advertiser/Lake Times and Koori Mail) prior to the commencement of the works and prior to the commencement of operation of the project. This information is provided on the project website (www.rms.nsw.gov.au/aprb) and may also be made available via social media platforms if appropriate. For more information, refer to the CMS and Complaints Register which is available on the project website.

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6. Community relations obligations and protocols 6.1. General community involvement obligations All communications activities and tools are required to comply with the requirements of NSW Government and Roads and Maritime guidelines and policies in relation to its community involvement obligations for: Privacy and Personal Information Protection Act 1998 (NSW) NSW (Government) Advertising Guidelines Roads and Maritime Community Engagement and Communications – A resource manual for

staff, October 2012 Roads and Maritime Communications and Stakeholder Engagement online E-Toolkit which

contains communications templates that are kept up to date with the latest branding and style guides

Roads and Maritime brand guidelines. March 2014 (or subsequent edition) Roads and Maritime Editorial Style Guide March 2014 (or subsequent edition) Roads and Maritime Splice Brand Style Guide April 2015 Transport for NSW Use of Social Media Policy 18 November 2013 NSW Government Social Media Policy and Guidelines.

6.2. Media and Government If a Fulton Hogan employee or subcontractor is contacted by the Federal, State and/or local government representatives or media (including industry magazines) in relation to this project, Roads and Maritime is to be notified immediately of the name, phone number and media outlet of the journalist. No comments or statements are to be made to any media or political representative or their staff about the project. Any briefings with media and government representatives is to be arranged by Roads and Maritime. Media or elected government representative is not to be permitted on the worksite without the prior written approval of Roads and Maritime. Roads and Maritime will manage and arrange all official media events and will be responsible for coordinating community, media and political participation in such events. Fulton Hogan is to assist in event planning and logistics associated with these events.

6.3. Crisis communications Crises are defined as events or developments, real or perceived, which have the potential to threaten the safety or wellbeing of workers and others, the environment, or the integrity, performance or reputation of the company. Incidents and / or emergencies are to be managed in accordance with the Fulton Hogan Incident and Emergency Response Plan, Traffic Management Plan and the Group Crisis Management Procedure ensuring crisis management and response teams are proficient in timely and appropriate management of incidents and / or emergencies. Roads and Maritime, the Project Verifier, ER and relevant agencies will be notified of any incidents and / or emergencies in accordance with the Project Management Plans, CEMP and sub-plans.

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6.4. Communication protocols No information is to be released to any organisation or person without the approval of Roads and Maritime, who reserve the right to amend any public document generated by Fulton Hogan about the project. Refer to Table 6 for communications material approval and distribution timeframes. Community information material will comply with WCAG 2.0 requirements and be printed on at least 50% recycled paper stock. Table 6: Communications material approvals and distribution timeframes

Notification type Roads and Maritime approval Distribution

Website update 5 businesses days before the proposed publish date

Publish at least five business days before work is planned to occur.

Notification about out of hours work / night work

10 business days before the proposed print date

Out of hours work notification letters are distributed not less than five days and not more than 14 days before work is to be carried out.

Notifications about construction activities and traffic changes

10 business days before the proposed print date

Distribute at least five business days before work included in the notification is planned to occur.

Community updates 20 business days before the proposed print date

Distribute at least five business days before work included in the update is planned to occur, or as agreed with Roads and Maritime.

Material including in a communications package

20 business days before the proposed print date

Distribute at least five business days before work included in the notification is planned to occur, or as agreed with Roads and Maritime.

6.5. Project branding Templates for communications material to be published will be obtained from the Roads and Maritime Communications and Stakeholder Engagement online E-Toolkit. These templates provide clear instruction on logo placement, visual style and layouts. The CRM will liaise with Road and Maritime to ensure that the most recent templates are being used for communication materials. Logos must not appear on any public project communications, including project publications, display material, website, project videos, non-moving plant (including containers) or roadside signage without prior approval of Roads and Maritime. Logo or banners must also not appear on bridges, retaining walls or other structures on the project. Suitable access to fencing and buildings is to be provided for the purposes of display of Roads and Maritime promotional material.

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6.6. Project meetings Roads and Maritime and the CRM will hold regular meetings, document and prepare meeting minutes. A monthly forecast of milestones and activities that may create media attention or require pro-active communication tools will be provided during these regular meetings. These meeting will also provide a mechanism for Fulton Hogan to advise Roads and Maritime, the Project Verifier and ER of work that may impact on nearby residents and businesses.

6.7. Inductions and staff training All employees and subcontractors are required to attend a project induction before starting work on the project. The community relations information presented during the induction includes: The project context Project and community relations objectives Community profile (including Aboriginal culture and history of the area) Key issues and mitigation measures Community relations protocols for working on site including:

- Response to media enquiries - Handling community enquiries and complaints - Release of information including internal and external communications procedures - Personal presentation, behaving in a courteous and professional manner - Noise and dust - Parking and site access - Visual appearance of the site - Accessing private property - Caring for wildlife - Hours of work - Notification about changes to planned work - Aboriginal culture awareness training.

Training and induction records are reported in the safety section of the project monthly report.

6.8. Pre-start meetings and toolbox talks Daily pre-start meetings and toolbox talks will be used to communicate key stakeholder and community relations messages. Contentious matters that may be occurring or anticipated to occur will also be discussed at toolbox talks.

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7. Reporting, monitoring and evaluation Monthly reporting will be carried out in accordance with the Roads and Maritime SWTC requirement for a Contractor’s monthly project report. Evaluation of the performance and effectiveness of the CCS will be carried out, as required. Key elements of monitoring and evaluating the CCS will include:

• Regular distribution of information about the project to the community and stakeholders

• Currency and accuracy of the enquiries and complaints management system

• Nature of enquiries and complaints raised and the responsive and appropriate of action and follow up

• Feedback received from have your say forms following displays, presentations and information sessions

• Informal feedback on individual activities and tools and the overall communications and community engagement carried out

• Internal monthly reporting and team surveys. In consultation with Roads and Maritime communications activities and tools will be developed and modified during the project to ensure they continue to be relevant and effective.

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